Senior Contact Center Solutions Engineer

1 day ago

Agra, Uttar Pradesh, India beBeeCisco Full time ₹ 12,00,000 - ₹ 15,00,000

**Job Overview**

The Contact Center Enterprise and Unified Communications Manager engineer plays a pivotal role in the planning, design, implementation, and support of contact center solutions.

  • Develops and deploys scalable contact center architectures
  • Designs, tests, and implements IVR self-service scripts using Cisco and third-party platforms
  • Integrates and configures Nuance Text-to-Speech and Speech-to-Text functionality for enhanced IVR experiences
  • Configures and troubleshoots Cisco VoIP gateways, SIP trunks, and dial-peers
  • Manages operational aspects including incident, change, and problem management for contact center infrastructure
  • Captures customer call flow requirements and develops sophisticated call routing scripts and logic
  • Executes upgrades, patch management, health checks, and performance tuning for Contact Center Enterprise, Unified Communications Manager, and related platforms
  • Supports integration efforts with CRM, workforce management systems, and third-party business applications

**Technical Skills & Experience**

  • Minimum 5 years of hands-on experience with Contact Center Enterprise, Unified Communications Manager, and IVR scripting
  • Expertise in contact center call flow design, routing scripts, CVP IVR, and peripheral applications
  • Advanced knowledge of Cisco configuration, SIP/ISDN protocols, dial plans, and device pool management
  • Proven track record in Nuance TTS/STT integration, testing, and troubleshooting
  • Familiarity with voice mail, unified messaging, ACD, and integration to CRM packages
  • Proficient with tools and diagnostic utilities for troubleshooting VoIP, UC, and network issues

**Qualifications**

  • Bachelor's Degree in Information Technology/Computer Science/Engineering (or equivalent experience)
  • Preferred: CCNP, CCIE Collaboration, or CCNA Voice certification
  • Experience working across multi-vendor environments is an asset

**Key Responsibilities:**

  • Implementing and managing contact center solutions
  • Designing and developing IVR self-service scripts
  • Integrating and configuring Nuance TTS/STT functionality
  • Configuring and troubleshooting VoIP gateways and SIP trunks
  • Managing operational aspects of contact center infrastructure

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